Cosima von Kries

Topic: ITIL Concept for a Medium-sized Service Provider My tasks were: - Preparation of an analysis of requirements - Planning of the IT infrastructure by using the ITIL Framework - Analysis of the processes and design of the process models - Implementation of the processes and the belonging documents like Change Request Form, Known Error Database, Workarounds, IT Service Catalogue and Service Level Agreements - Optimization of the ServiceDesk by integrating it to SharePoint

My tasks as a work student and during my thesis were: - Administration and support of the SharePoint Intranet - Design and development of the SharePoint Intranet - Design and development of workflows and forms by using Nintex - Training of the employees (SharePoint) - Planning and integration of the Knowledge Management to SharePoint - Continual Improvement of the SharePoint Intranet

My tasks were: - Development and revision of the human resources on the intranet by using the Content Management System First Spirit - Creating videos and texts for the Social Media Pages - Provision of Benchmarking for a mobile career-website - Evaluation and analysis of the KPIs of the career-website and the intranet - Organisation, Participation and follow-up of university fairs - Conception and evaluation of surveys for new employees and students